Fixify innovations
November 6, 2025
4
min read

Fixify Service Catalog: The heat map that shows what IT really does all day

Mase Issa

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Ever hit 6 p.m. and realize you’ve been in motion since morning — but couldn’t say where the day went? You know you were busy, but what actually got done?

That’s every day for most IT teams. Endless tickets fly by. Each one takes a slice of time and attention.The list of new projects keeps growing. Meanwhile, existing projects are stuck in neutral. Without visibility into how all of the work adds up it's hard to chart a course off of the hamster wheel.

That’s why we built the Fixify Service Catalog — an AI-powered heat map of where IT teams spend their time and how users feel across ticket types.

What the Fixify Service Catalog does

The Service Catalog tames the mountain of tickets by analyzing ticket text with LLMs and clustering it into 50+ structured use cases across seven core categories.

It’s trained on hundreds of thousands of real IT tickets, so it’s not guessing — it’s pattern-matching against real work at scale. No tagging. No dropdowns. No need to update all your docs. It just reads what people write in the tickets and automatically groups the work — onboarding, access requests, software installs, the whole mix.

What you get is a living heat map that updates with every new ticket. The darker the purple, the heavier the volume. You always know what’s eating your team’s time right now — not last quarter. Spot the patterns that drive queue volume up, and the edge cases that keep you scratching your head along the way.

Fixify Service Catalog

Ticket count is only part of the picture. The Service Catalog also tells you how users feel about the service they’re getting. Passive sentiment analysis reads tone and language to spot where users are frustrated and where they’re smiling. For example, you might find that VPN access isn’t your busiest category, but it’s the one making people sigh the loudest.

Service Catalog Sentiment

Seeing both the volume and the sentiment helps you notice what’s worth doing differently. You can see where the workload piles up, where frustration lives, and what’s repetitive enough to automate. That classification becomes the context our AI uses to suggest playbooks and trigger the right automations for each use case.

What's cool about Fixify's Service Catalog
Heat map of IT work Instantly see which ticket types are your “top talkers.”
Sentiment built in Spot where end users are most frustrated or satisfied.
No prep required. It just works The Service Catalog works right away with your existing data - just plug in your tech and watch it go.

Why it’s harder than it looks

Building a service catalog that reflects reality isn’t a weekend project with ChatGPT. We’ve seen what it takes — hundreds of thousands of tickets across hundreds of organizations, and real humans validating every definition so the AI knows the difference between a password reset and an account lockout.

The AI finds the patterns. People make sure they’re right. That’s how you get a baseline that works out of the box.

Here’s why this problem runs deeper than it seems:

  1. It’s a high-dimensional challenge.
    We’re predicting both the category and the use case — roughly 12 and 45 labels respectively — and both need to be right.

  2. The data is lopsided.
    Some use cases show up constantly, others barely appear. Training a model that handles the rare cases as well as the common ones takes real balance work.

  3. The definitions keep evolving.
    What counts as a “use case”? We’ve changed that definition twice in Fixify’s history. Each time, we had to retrain, revalidate, and rework every downstream dependency.

  4. Everything depends on it.
    These predictions fuel analytics, automation, and other AI agents. If they’re off, everything downstream slows down or misfires.

Getting this right wasn’t about making a cool heatmap — it was about building a foundation strong enough to power the rest of Fixify. 

Closing thoughts

Every IT team works hard. The real question is: on what?

The Fixify Service Catalog answers that — clearly, visually, and instantly. It gives teams the visibility to plan smarter, fix faster, and focus where it matters most. 

Every help desk has a story — do you know yours? Get a free help desk audit and uncover what’s really happening behind the tickets.

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